Guest Services Manager

Description

JOB DESCRIPTION: Supervises staff, including outside contractors, and manages employee performance. Provides on-going performance feedback, addresses problems, orients and trains employees, verifies competency and identifies and suggests ways to develop skills. Schedules staff, monitors and directs workflow. Evaluates and recommends revisions to job descriptions of staff who interface with patients and visitors. Manages the operations of valet parking, guest services, Rollins Pavilion and/or Mason House. Investigates complaints and guest service-related incidents. Schedules van shuttle routes. Develops, reviews, revises and communicates departmental policies and procedures regarding guest relations and volunteer personnel in accordance with organizational guidelines. Meets with other staff members to discuss progress and to develop future courses of action. As appropriate, develops volunteer opportunities. Coordinates 24 hour coverage of the Mason House and offices, assumes primary call responsibilities, works weekends on a rotational basis, schedules self, other staff and volunteers for house/office duty, and assists with development of the volunteer network. Ensures comfort of the guests on a daily basis, orients guests, and keeps Director informed of guest services and daily House operations. Maintains and purchasing inventory of house/office supplies. Schedules van maintenance as needed. Plans, administers and monitors the department's capital equipment, operations, and personnel budgets. Reviews prior year expenditures, regularly reviews year to date expenditures, investigates variances, and takes corrective action as necessary. Prepares operation expense sheet for the facility(ies). Makes recommendations for capital asset repair and replacement. Coordinates with Admissions/Patient Financial Services to insure patient's account has been approved/specifically VIP's and that appropriate charges are made. Maintains records and cash deposits for guest payments and gifts received. Provides facility director with admissions report on a monthly basis. Develops and implements activities to recruit new volunteers. May survey other departments and programs to ascertain needs which could be filled through volunteer services. Develops and monitors customer feedback mechanisms for service improvements, the need for volunteers, and volunteer services; analyzes potential assignments. Attends staff, auxiliary, volunteer and community organization meetings. Develop and implement motivation and recognition programs to acknowledge volunteer performance. Manages reservations, registrations and/or room assignments for future patients and guests of Rollins Pavilion and Mason House; coordinates with physicians, Admissions, Patient Financial Services as appropriate. Provides tours of facility(ies); implements house rules , arranges transportation, hotels, valet service, laundry, dry cleaning, media, and other amenities/special needs as required/appropriate. Facilitates classes on service excellence for orientation and reorientation of facility(ies). Recommends training requirements on service excellence. Provide customer services/hospitality training to Rollins Pavilion staff (quarterly). Supervises facility(ies) maintenance, oversees cleaning services, performs household chores, landscaping needs and/or maintenance requests. Performs other related duties as required. MINIMUM QUALIFICATIONS: A bachelor's degree in public relations or related field (hospitality, communications) preferred. Three years of related experience, two of which are in a management/supervisory role. PHYSICAL REQUIREMENTS (MediumMax 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.